Refund policy

Last updated: September 2026

Returns

We believe in the quality of our products and want you to shop with peace of mind. In addition to your legal 14-day right of withdrawal as an EU consumer, Kivello gives you an extended return period of 30 days from the day you receive your order.

To be accepted, the product must be: in good, resaleable condition; not intentionally damaged; returned with all accessories and packaging received; and suitably packed for transport.

To request a return, email contact@kivello.eu with your order number. Return shipping costs are paid by the customer, except when the product is defective or not what you ordered. Once we receive and check the returned product, we refund you via the original payment method within 14 days.

Complaints and legal guarantee

If the product you received has a manufacturing defect or does not match your order, you have the right to make a claim. Under EU law all our products are covered by a 2-year legal guarantee of conformity. Please send your order number, a short description of the problem and, where relevant, photos of the product to contact@kivello.eu. For a justified claim, Kivello covers the cost of replacement or return.

The model withdrawal form is included in our Terms of Service.